Manager, Omnichannel Customer Experience

Job Summary
Market pressures are pushing towards a consumer-centric, technology-enabled, healthcare ecosystem. Horizon 3 (H3) will transform healthcare by addressing these needs through a personalized, physical and digital healthcare platform. We believe creating a simple, delightful experience for users will improve health outcomes and lower costs for the entire system. Backed by WBA and with the direct consumer access of Walgreens, H3 has a head start on the typical technology startup - and is building a leading team to use the resources of WBA to disrupt US healthcare.

Manages the general daily activities of the engagement channels and consumer interaction surfaces, including in-store experiences, environment design, interactive digital signage/kiosk experiences, and website.
Facilitates the seamless customer experience across all customer touch points.
Primary focus of this role is on supporting all omni-channel experience considerations across brick-and-mortar, web, digital app and even mobile applications.

Job Responsibilities

• Manages the general daily activities of the engagement channels and consumer interaction surfaces, including in-store experiences, environment design, interactive digital signage/kiosk experiences, and website.
• Facilitates the seamless customer experience across all customer touch points. Primary focus is on supporting all omni-channel experience considerations across brick-and-mortar, web, digital app and even mobile applications.
• Utilizes creative storytelling to engage members, affect member behavior, amplify key messages, and capitalize on key moments in time. Manages the delivery of health education, engagement and consumer retention priorities
• Works cross-functionally to provide ongoing support, identifying trends and opportunities to enhance omni-channel programs and results. Designs experiences that usher in the future of digital healthcare and improves lives.
• Analyzes and interprets what behaviors and patterns make customers successful and more likely to be engaged.
• Allocates available resources to meet operating objectives. Ensures the ongoing training and development of direct reports. Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.

Basic Qualifications
  • Bachelor's degree and at least 2 years of experience in ecommerce, digital marketing, or related marketing field, OR a High School diploma/GED and at least 5 years of experience in ecommerce, digital marketing, or related marketing field.
  • Experience developing and managing compelling web experiences for businesses and consumers
  • Experience with Omni-channel design and execution
  • Experience identifying operational opportunities and issues.
  • Experience analyzing and reporting data in order to identify issues, trends, or exceptions to find solutions.
  • Experience creating marketing concepts in response to industry trends and/or business objectives.
  • At least 1 year of experience of direct leadership, indirect leadership and/or cross-functional team leadership.
  • Willing to travel up to 10% of the time for business purposes (within state and out of state).


Preferred Qualifications
  • Master's degree OR MBA
  • At least 4 years of experience in ecommerce, digital marketing, or related marketing field.
  • Experience with healthcare, payments or wellness consumer brands.
  • Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level.
  • Experience managing and leading high performing teams through change and transformation.
  • Understanding and deep knowledge of performance marketing management across digital channels.
  • Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
  • Knowledge and focus on analytics and ROI
  • Experience managing multiple deadlines and/or milestone requirements.
  • Experience with Marketo and Adobe Experience Manager is highly desired.
  • Experience in healthcare, providers/payers, B2B, technology SaaS companies and/or digital health, in-house or at agencies.


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